Manager, Merchant Care

Role Overview

• Oversee and support a Merchant Care team focused on proactive outreach and high-impact escalations, including NPS, social media, and executive-level concerns.
• Spearhead the evolution and maturation of a proactive support model designed to identify and support at-risk merchants before issues escalate.
• Set clear expectations, hold firm boundaries, and ensure consistent execution while managing with fairness and respect.
• Coach, develop, and manage team members through change, ambiguity, and evolving processes.
• Analyze data, trends, and merchant signals to identify risks, surface insights, and inform decision-making and prioritization.
• Partner cross-functionally to deliver process improvements, close gaps, and influence changes that improve the merchant experience at scale.
• Get hands-on when needed, supporting complex cases, unblocking teams, and helping operationalize new workflows and programs.
• Continuously evaluate and improve escalation workflows to ensure they are scalable, effective, and aligned with business priorities.
• Foster alignment, shared accountability, and consistency across US and India-based teams.
• Translate ambiguity into clarity by helping define processes, success metrics, and operating norms for a growing program.
• Promote a culture of learning, ownership, and continuous improvement within the team.
• Serve as a subject matter expert on ShipBob’s platform, policies, and escalation processes.
• Ensure team actions and decisions align with ShipBob’s mission, values, and merchant-first mindset.
• Perform additional duties as needed.

Requirements

• A demonstrated track record of people leadership with the ability to coach, develop, and inspire high-performing teams.
• High emotional intelligence and interpersonal skills with a focus on communication, consistency, and team morale.
• Ability to manage with empathy while driving accountability and performance.
• Excellent organizational and time-management skills with an attention to detail and accuracy.
• Analytical mindset with the ability to leverage data to inform decisions, track KPIs, and identify areas for improvement.
• A collaborative approach with the ability to work cross-functionally and foster alignment across global teams.
• Adaptability and resilience in a fast-paced, evolving environment.
• Comfort navigating ambiguity, asking thoughtful questions, and solving complex problems.
• Positive attitude and growth mindset — viewing both wins and failures as learning opportunities.
• Experience with customer service operations and escalation management across multiple channels.
• Proficiency in technology and tools used in customer support environments (Salesforce experience is a plus).
• Experience in logistics, fulfillment, or e-commerce preferred.
• Minimum of 5 years in Contact Center or Customer Service Operations.
• Minimum of 3 years in a leadership or management role, ideally with both frontline and strategic responsibilities.
• Bachelor’s Degree is preferred in Business Management, Communications, Supply Chain, or Operations Management.

Benefits

• Medical, Dental, Vision & Basic Life Insurance
• Paid Maternity/Parental Leave Program
• Paid Holidays & Flexible Time Off Program
• Paid Sick Leave
• Wellness Days (1 day/quarter)
• 401K Match
• Comprehensive Benefits Package >>> https://www.shipbob.com/careers/
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)